Frequently Asked Questions

NDIS Plan Management

Being plan managed means that a NDIS registered plan management provider (such as My Plan Manager) takes care of the National Disability Insurance Scheme funding on the participant’s behalf, ensuring timely payment of invoices and other admin. This relieves the stress that can be associated with claiming payments through the NDIS MyPlace Portal and the burden of archiving receipts. While plan managed, the participant can receive supports from service providers who are both registered and not registered with the NDIS.

To be plan managed, you must have ‘Improved Life Choices’ included in your NDIS plan.

For those with an upcoming planning meeting or review, be sure to request Improved Life Choices is included in your plan. This covers all plan management fees so there is no expense to you. If you have a current plan that does not have Improved Life Choices included, but you do wish to be plan managed, you can request a review of your NDIS plan to have plan management included. Be aware, reviews can take some time.

The NDIS will approve claims for what is deemed a ‘reasonable and necessary’ support.  These are goods or services directly relevant to the participant achieving the specific goals and objectives detailed in their current NDIS plan.

The NDIS will be unlikely to approve claims that are not deemed to be related to a participant’s disability, such as; items everyone has to pay for like day to day living costs, entertainment, food, support items already delivered under other NDIS funding, items that do not represent value for money, items that may pose a risk of harm to the participant or others, and items already covered by other Government funding such as Medicare etc.

More information about reasonable and necessary supports can be found on the NDIS website.

If you already have service providers that you want to work with, that’s great. Our process is simple and we are able to work with almost any provider, as long as they meet the legal constraints of what the NDIA deems as “reasonable and necessary”.

For those looking for providers to engage, we are able to offer advice based on your individual needs and goals. We are also usually able to connect you with dedicated support coordinators who can contribute to your plan’s success.

Getting started with providers is straight forward too. We can send you a ‘New Provider Letter’ with all the information they will need to forward us invoices, and you can leave the rest to us.

If you’re not happy with your services, you’re able to engage a more suitable provider by giving them a New Provider Letter and proceeding as normal. Our Relationships Team will contact you periodically to make sure your spending and services are on track.

No. Being plan managed means no out of pocket expense to you.

When you request Improved Life Choices be included in your plan, the NDIA will cover our fees. This includes the initial one-off cost (per plan) of getting you set up in our system and supporting you as you transition to plan management, as well as our flat rate monthly fees.

MPM Processes

To be plan managed, you must have ‘Improved Life Choices’ included in your NDIS plan.

Signing up with us is simple. Head to our ‘Register’ page, then follow the prompts. The process is just a few steps long.

We will need some basic information from you such as email, participant NDIS number, DOB and address.

If you have difficulty with the forms in the online portal, please send an email to [email protected] with your details including your – name, NDIS number, and plan dates, both start and end. It is beneficial if you are able to include a copy of your plan.

A member of the My Plan Manager enquiries team will contact you via phone call or email within 2 business days to forward you a service agreement and complete your sign up.

Yes! You are able to change plan mangers any time. If you intend to transfer over to us from another plan manager during the dates of your current plan, in order for us to be able to connect you, you first need to contact the NDIA on 1800 800 110 to advise them. You will also need to request that your previous plan manager cancels their service booking and reduce their available funds to zero in order for us to be able to make our service booking.

Yes! We’ve made it easier than ever to manage multiple participants’ plans.

As long as each plan has ‘Improved life choices’ included, you can use one email address and one login to manage all the plans you may have responsibility for. Each participant with a plan is an MPM client, able to be assigned to you, a nominee. switching between is simple, in our exclusive app or online portal.

Logging in to view your budgets, goals, invoices and more is easier than ever with My Plan Manager. Once you have completed the sign-up process with our Welcome Team, you will be sent an invitation to set up a password.

If you set up your user account online, you can always use our log in page.

You will use the e-mail address that is associated with your account and your unique password to gain access to both our online portal and mobile apps on iOS & Android.

Submitting an invoice claim with My Plan Manager is easy.

When you engage a service provider, they must be set up in your client file for us to commence payments. Our Relationships Team will set them up, simply have them contact us directly with the first invoice, or if you wish to upload invoices yourself, contact us with their business name, ABN, email, phone number & the service they provide and we’ll do the initial set up for you.

Once the provider is set up, there are three options for having invoices submitted. You can have providers send them directly to us, you can forward us the invoice once you receive it, or you can submit the invoice directly into our app or our online portal.

You are able to claim a personal reimbursement with a receipt or upload an invoice for payment to a provider in less than a few minutes, via our mobile apps. They are available free, to MPM clients in the App Store & on Google Play

For those using e-mail –  to assist with prompt processing please forward your invoices and receipts directly to our Accounts Team at  [email protected]

Participants/nominated representatives, to avoid confusion, when emailing accounts or receipts that you have already paid and for which you are seeking personal reimbursement, please be sure to include the following in your accompanying email to us;

  • NDIS participant’s name and number
  • A description of goods/services
  • Budget category (if known)
  • Banking details for reimbursement


Providers please be sure to include the following on your invoice :

  • Your company’s ABN number
  • A unique Invoice number
  • The NDIS participant’s name and NDIS number
  • The date your service was provided
  • A detailed description of service provided
  • Hourly rate charged (if appropriate)
  • Your company’s contact details
  • Banking details for reimbursement


Our preferred file extension for invoices, receipts and other documentation is PDF format

If you are a current My Plan Manager client with a recently updated NDIS plan, please contact our team via email [email protected] with a copy of your new plan attached. You will not need a new log-in or password to continue accessing our services.

We love working with support coordinators to help clients receive the best possible support through their NDIS plans. However, only recognised guardians / authorised nominees may complete our sign up process on behalf of a participant. We encourage support coordinators to go through the sign up process with their clients. My Plan Manager are available to help, or answer questions. Please check our contact page for details.

Last week, Australian Federal Police arrested five people who allegedly fraudulently claimed more than $1.1m in NDIS payments from more than 70 participants.
My Plan Manager takes fraud detection and prevention very seriously. We have a number of controls in place to minimise the risk to our clients. One example of these controls is that every time we receive an invoice from a provider, we will text you to notify that a provider has submitted an invoice on your behalf. You then have the option to call us to put that payment on hold until we have investigated it for you, if you believe it is incorrect or fraudulent.

If you ever have concerns or are suspicious of a potential fraud there are several things you can do:

  • a. Call the provider and let them know you’d like to question the service/amount. They may be able to explain why you are being charged a certain amount for the service.
  • b. Call the NDIS Fraud Reporting Hotline on 1800 650 717
  • c. Call the NDIS Commission to report suspected financial abuse 1800 035 544
  • d. Report scammers on the ACCC website here
  • e. Call the police

Naturally, if you are an MPM client you can call or email us for further advice.

MPM Mobile Apps

My Plan Manager clients who use iOS on their iPhone, iPad or iPod touch are able to download the MPM app, by searching ‘My Plan Manager’ in the App Store.

Your log in credentials are the e-mail address that you used to set up your MPM account and the same password you use for the online portal.

Download our quick start guide and view our video tutorial for the app here:

My Plan Manager clients who use Android on their smart phone or tablet are able to download the MPM app, by searching ‘My Plan Manager’ in the Google Play.

Your log in credentials are the e-mail address that you used to set up your MPM account and the same password you use for the online portal.

Download our quick start guide and view our video tutorial for the app here:

If you’re experiencing issues with the app, please check that you are running the most recent version and there are no updates available.

Re-booting your phone after installing the most updated version of the app solves most problems but for an issue you are unable to solve, please contact our team with your email address, your operating system (iOS or Android) and a detailed description of where / when the issue is occurring. We endeavour to solve all problems as soon as possible.

Using the My Plan Manager mobile app on iOS and Android, Pay Now enables you to generate a single-use virtual credit card with a unique number, to pay for services under Improved Daily Living Skills and Improved Relationships.
Available for purchases $500 and under, you no longer have to pay out of pocket and claim reimbursement, or wait for the provider to send us an invoice.

In order to access the Pay Now feature, it must be activated on your account. Make sure you have the most recent version of the MPM app by checking your Google Play or App Store: 2.1.0.
Contact our Virtual Credit Card specialist and request Pay Now be switched on for you: 0432 113 323

My Plan Manager Clients: Contact our Virtual Credit Card specialist and request Pay Now be switched on for you: 0432 113 323

If you don’t have the most recent update of the My Plan Manager app on your phone, you must first download it, then once Pay Now is activated follow the user guide below to create a virtual credit card.

If you have generated a card number that does not work, or you generate a card that you do not use – please contact us ASAP as it can delay payments.

Pay Now Virtual Credit Card User Guide

Documents & Resources

At My Plan Manager, we take your privacy seriously. Only yourself and relevant MPM team members have access to your information and we will not release personal or budget details to providers, family members or other parties without your explicit written consent. Please contact our friendly Enquiries Team for Consent to Share forms.

View our privacy policy PDF here: PRIVACY POLICY

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